Setting service level agreements
Before you begin
Create the service, as described in Adding-and-updating-services.
To add Service Level Agreement (SLA) information
- Go to Services > Services, and open a service.
- Click Edit next to Service Level Agreement on the Service Options pane.
- Enter a text version in Description field.
- (Optional) Click Add Trackable Metric, and select a value, then complete fields as required.
- (Optional) If required according to your legal statement, attach a digital copy of SLA as a file, or provide a link to an online SLA copy.
- Click Save.
Available metrics to track service fulfillment
The following metrics are visible to end users when they request services with SLAs in BMC Digital Workplace. These metrics indicate when end users should expect their service requests to be completed.
Trackable metric | Comments |
---|---|
Provisioning Time | Specified in days, hours, or minutes. |
Service Availability | Promised reliability and quality of service, with description and a measurable percentage. |
Response Time | Expected time to receive a response from support. Up to four severity levels can be monitored: Low, Medium, High, and Critical. |
Where to go from here
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